Occasionally you may be asked for our help to triage and debug an operational issue with one of your embedded OCAs - for example, if the OCA is down or offline, or if there was an upgrade failure. Follow these steps to perform the triage.
Note: if you are troubleshooting a customer streaming or traffic issue, see also these related articles:
Before you start
Gather the following items:
- Cellphone or digital camera
- USB keyboard and VGA monitor
- Phillips head screwdriver
Triage / Firmware recovery process
- Connect a keyboard and mouse to the console on the OCA by following ONLY steps 1 and 2 in the article:Connecting to the console on an OCA
- Note: You will be prompted for your Partner Portal login credentials to read this article.
- Without rebooting or pressing any key on the keyboard, take a picture of the console screen.
- Reboot the OCA.
- Note: The boot sequence might take several minutes to complete.
- Take pictures - or preferably video, if possible - of the boot sequence. Note that the ticketing system has a 10MB file size limit.
- The boot process should end with a 'login:' prompt. For example:
- If the console screen shows nothing for several minutes after power cycling / rebooting, see below for further instructions on additional photos to capture.
- Continue with step 3 of the article: Connecting to the console on an OCA to log in to the OCA.
- Follow the general steps in the article: Updating the IP address of an OCA to verify all of the network configuration information for the OCA.
- Take pictures of each step.
- Modify the network configuration and re-IP the OCA if necessary.
- Take pictures and make notes of any error messages that occur as you go.
- Take pictures and make notes of the network information and light levels.
- Finally, either open a ticket via the Partner Portal, or append to an existing ticket if there is already a ticket related to your issue.
- Include all notes, and attach all pictures and videos.
- Reminder, the ticketing system has a 10MB file size limit.
- If the console never shows any content before or after rebooting, then please capture the following photos (pictures) of the OCA:
-
- LCD panel (if it exists)
LCDs have multiple pages in rotation. Take a picture of each page.
- Any LED lights
Also, provide an indication of state (solid or blinking).
- PSU Lights
Also, provide an indication of state (solid or blinking).
- NIC lights
- Front of OCA
- Back of OCA
- OCA serial numbers and hostname label
- LCD panel (if it exists)